16% growth in online sales for a telco
Gopinath Parimi
Executive overview - The next-gen telco
Customer experience today has moved beyond the immediate transaction. It is about the speed at which companies introduce new products, deliver value beyond competitive pricing, offer consistent experiences across channels, and build relationships for the long haul.
A complete end-to-end experience spans across interaction channels such as print, web, mobile, call center etc. and comprises many micro touch points. A total experience is not about just one interaction, but about a sustained and consistent set of interactions that drive a positive customer experience.
Business Problem
High costs of maintenance & support for multiple sites, technologies, different legacy back-end systems
Low engagement on online channels - lower sales and more load on contact centre of inquiries
High latency and service disruptions affecting customer engagement
Low ROI on marketing and promotions.
Dependence on IT process for content changes affecting marketing
Solution developed
AEM sites with centralized content management for all brands & LOBs
AEM widgets for consistent user experiences across channels
Multi channel campaigns and simplified User journeys
Smart FAQs, Smart Product catalogue, Promotions, Offers
A/B Testing, Multi-variate testing, Cross-sell, Up-sell, 360-degree analytics
Result Achieved
16% Increase in use of online channels.
Increased sales through customer self-service
Faster acquisitions through Agent-driven sales and Store visits
Cross-sell and Up-sell
Reduced spend on Blanket Promotions and offers
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Posted May 24, 2023
16% growth in online sales for a telco
